Ankit Pandey

Ankit Pandey - - PROFESSIONAL PROFILE I began my professional career in 2002 with zeal to prove myself majorly in the field of Customer Service/Account Management/Consultancy Services. This resume focuses on my 12+ Years of experience with exposure in Customer Service, Collections, Sales and Marketing/Recruitment in UK and US markets. EXPERTISE • Customer Service & Sales • Account Management • IT Staffing • Vendor Management System • IT Recruitment • Collections ACCOMPLISHMENTS • Customer Service and Sales • Account management, Client Relationship and Recruitment. • Proficient in handling various VMS (Vendor management System) for State Government Clients in US. • Dealing directly with the Account managers/Recruiters for US Federal Govt. Clients and Implementing Partners. • Team Handling of 16 Agents (BPO) and 4 Recruiters (RPO). • Collections Champ for 4 consecutive months. • Collected £100,000 in a month. PROFESSIONAL EXPERIENCE Oliso Inc. (CA, USA), Customer Service Specialist, Nov 2013 – Present (Full-Time via Upwork) Description As a Customer Service Specialist my role is to handle customer queries through Email, Phone and Chat. Full customer service and support via Zendesk. Responsibilities: • • • • • • • • Handling customer queries through emails, inbound calls and chat. Providing on-time resolution to customers via Zendesk ticketing system. Maintaining the Customer Satisfaction %age level and providing the best customer experience utilizing my excellent communication and inter-personal skills. Online Chat with customers and assisting them for their queries related to their product. Utilizing the Chat and Email system to generate sales. Sales of new and existing products and converting a Lead into a Sale. Involved in training and handling Customer Support Executives. Proficient in Google docs, MS Excel, Word, pdf and MS Outlook. 4Brothers Buy Houses (Washington D.C., USA), Coordinator, Aug 15, 2017 - Present (Part Time via Upwork) Description Work and maintain SMS (Text) Software for this Real Estate Client. Also, deal in coordination with Home sellers and the company. Responsibilities: Ankit Pandey Page 6 of 6 • • • Creating leads on everyday and sending messages via REI 8020 software Follow up on received messages and consulting with Home owners about any query they have when selling home through our company. Screening Properties and submitting them to the Company owner for review and possible purchase. Titan Power Plus (London, UK), High Quality Customer Service Specialist, June 09, 2020 - Present (Part Time via Upwork) Description As a Customer Service Specialist, providing services to customers while choosing the right type of Chargers for their phones and answering their questions via Gorgias and Zendesk (software). Responsibilities: • • Answering tickets on daily basis and helping customers find the best charger they are looking for their iPhones/Samsung etc. Helping the client with tasks like payment issues related with PayPal/Stripe and other payment gateways. Techridge Inc. (IL, USA), Account Manager, April 2013 – Sep 2013 (Work From Home) Description As an Account Manager my responsibilities are to gather requirements from VMS, from Clients (Tech Mahindra and Xavient), and from Preferred Vendors who accept Third Party resumes, at the same time distributing the requirements to the whole team and recruit candidates for the requirements which are gathered. Account Management & Recruitment: Responsibilities: • • • • • • • • Gather requirements from VMS for State clients. Peoplefluent VMS (for State of PA, VA, IA, AR and ME) and Acro VMS (for State of Michigan) and from Implementing Partners (like Tech Mahindra and Xavient Information Systems). Sourcing candidates for high priority requirements and gathering resumes from the Team to submit them to the Hiring Managers directly and follow up with them regarding the submission made. Expert knowledge of working on Job Portals like DICE, Monster and CareerBuilder. Hands on experience searching for candidates on these Job Portals. Working on Full-time, Contract to Hire and Contract requirements. Setting up interviews for the candidates according to the time slots given by the client. Making follow up calls to check about the Interview Feedback and informing candidates about the same. Also, worked on C2C Requirements from Preferred Vendors who accept Third Party resumes and can work in Layers. Submitting 2-3 excellent resumes on each requirement with 90%-100% matching skills. Follow up with Hiring Mangers and Account Managers for various clients and requesting Feedback on submitted candidates. • Marketing W2 Candidates (Bench Sales) to get new Project. SourceChip Inc. (NJ, USA), Account Manager, January 2012 – March 2013 (Worked From Home) Description Handling Key Accounts and serving their IT requirements on daily basis. Gathering requirements through VMS and from Hiring Managers for different Clients and distributing to recruiters. Gathering resumes from Recruiters and submitting appropriate resumes to Clients with a high possibility of an Interview and then Placement. Working on Fulltime and Contract positions. Account Management: Responsibilities: • • • • • • Ankit Pandey Page 6 of 6 Managing high priority accounts for various implementing partners like WIPRO, Tech Mahindra, Satyam, Xavient and HCL as well as Direct Clients like Fidelity Investments, Bristlecone etc. Dealing with requirements in all areas in the field of IT like Networking, Developing, Project Management, Sales etc. Interacting with Account Managers and Recruiters to gather requirements and distribute to the team to get resumes and submit back to the appropriate Manager or recruiter. Maintaining professional relationships with Clients and provide best manpower suitable to the requirement. Managing a Team of 4 recruiters to get quality resumes on time. Daily reporting to higher management through phone calls and emails. Scheduling Interviews for Candidates with respective Clients and providing feedback to them on timely basis. Recruitment: Responsibilities: • • • • Hands on experience working on Portals like DICE, Monster, TechFetch, Indeed etc. Sourcing candidates through DICE, Monster, LinkedIn and other social websites. Maintaining the candidate database and updating it frequently. Sourcing candidates through Vendors and building the Vendor Network. I- Tech Software Solution Pvt. Ltd (Bhopal, MP), Business Development Lead February 2010 – December 2011 Description Managing a team of recruiters and dealing with Direct Client requirements through VMS. W2 Marketing, Bench Sales, Account Management, Corp to Corp, 1099 etc. • • • • W2 Marketing: Marketing own consultants in the US Market for various Clients. Bench Sales: Marketing for own consultants on Bench and getting them the type of Job they are looking for. Account Management: Managing Client Accounts both Private and State Government. Working on Vendor Management System for State Clients - State of South Carolina (Beeline), State of North Carolina (IT Staffing and Procurement) and Computer Aid Incorporation-CAI (PeopleFluent) for 4 States (Virginia, Arkansas, Pennsylvania, Maine). Corp to Corp/1099: Gathering requirements from Private Clients like BCBS, Pfizer, Medco Health, Sony, Pepsi Co, Christina Care Health Systems etc. and providing excellent candidates according to requirements. Field of Specialization • • Project Manager’s Oracle DBA’s • • Business Analyst’s Quality Analyst’s Role and Responsibilities • • • • • • • • Working on various Job Titles and Job Descriptions. Coordination with Consultants and Clients. Providing 2-3 certified consultants for each requirement. Rate negotiation with Candidates and Clients. Setting up Interviews as per Client requirements. Executing Agreements with Consultants and Clients. Dealing directly with Account Manager’s for different States. Dealing with high level Project Managers, Scrum Masters to know their Job requirements. Ankit Pandey Page 6 of 6 • • Knowledge of searching Jobs and Candidates on different Job Boards like DICE, MONSTER etc. Provided excellent resources on various skills like JAVA, J2EE, Oracle, SharePoint, Agile, Scrum, Windows, PMP, QTP, Rational tools etc for various clients and domains. EXL Services (Gurgaon, HR), Assistant Manager - Operations, June 2008 - September 2009 Description Worked for Scottish Power - major Gas and Electricity Supplier in UK, managed a team of 16 Collectors and responsible for their performance and target achievements. Role and Responsibilities • • • • • • • • • • • • Debt collections as Assistant Manager Handling team in collecting cash from past due (30-90 Days) customers for their GAS and ELECTRICITY Bills. Handling Daily MIS for Attendance, Roster, Leaves, Targets, Collections and Performance. Attending Client Meetings for any new updates in policies and procedures. Training agents to improve their Collection skills and Wrap time. Taking daily briefings. Handling issues within the team related to performance, leaves, targets etc. Call barging of agents to keep a proper check on the Quality of Calls. Taking supervisor calls for agents. Helping agents to solve issues related to systems, software and calls. Coordination with HR, Quality, MIS and Transportation departments. Also trained 2 new hire batches of 15 members each on Client Software, company policies and collection skills. EXL Services (Gurgaon, HR), Sr. Business Associate, January 2008 - June 2008 Description Worked for Scottish Power - major Gas and Electricity Supplier in UK, collecting cash from past due customers for their utility bills - Collections Portfolio. Role and Responsibilities • • • • • • Collecting cash from past due (30-90 Days) customers for their GAS and ELECTRICITY Bills. Resolving customer issues related to their bills. Maintaining Call Quality, daily target achievement, Wrap time and customer service. Top collector for 4 consecutive months’ average monthly collections of £100,000. Hall of Fame certification for April 2008. Promoted to Assistant Manager Role for outstanding performance. Vertex Customer Services Pvt. Ltd. (Gurgaon, HR), Sr. Business Associate October 2005 - January 2008 Description Worked for Orange - major Telecommunications provider in UK, providing Customer Service and troubleshooting services to Orange Mobile phone users/customers - Customer Service Portfolio Role and Responsibilities • • • Taking calls for Orange UK, an inbound campaign. Started on 03rd Oct ’05 in the PILOT batch for PAYM (Pay Monthly – Contract) billing process. After taking calls for 10 months, was selected as a REDHAT (trainer/mentor) for the Soft Launch Batches (New Hire Batches) for billing. Ankit Pandey Page 6 of 6 • • • • • • Handled Soft Launch for 6 months. Trained and took Process Knowledge Tests for New Heir Batches. Then was shifted to PAYA (Pay as you go or prepaid) which is the helpdesk customers. Was again selected as a REDHAT for Soft Launch Batches for 3 months. Was awarded Employee of the month in Feb’06. Was awarded Star of the team in April’06. Selected as a REDHAT for Soft Launch Batches twice in 2 years. GLOBAL VANTEDGE (Gurgaon, HR), Customer Care Executive, February 2005 - August 2005 Description Worked for Aspire Credit Cards (USA) – Credit Card outstanding payment collections process; collecting past due amount ranging from 60-120 Days behind - Collections Portfolio. Role and Responsibilities • Made outbound calls to past due customers to collect payments by giving them payment options. • Collecting due amount from the customers due on their credit cards. • Collect from customers whom were 60-120 days (Bucket 2, 3, 4) due on their payments. • Negotiating for payments and using appropriate rebuttals for collections. • Got trained on FDCPA rules and policies. • Gold Collector for the 1st month (in Probation period). CONVERGYS India Pvt. Ltd. (Gurgaon, HR), Customer Care Representative April 2004 - January 2005 Description Worked for AT&T – Major Telecommunications provider in USA - Customer Service and Sales Portfolio Role and Responsibilities • Took calls for AT&T landline and Broadband services for all over USA. • AT&T Local, Long Distance and internet process. • Solved queries regarding the bills and resolved any disputes of the customers online. • Sold complete packages to customers (including Local, Local Toll, Long Distance, International and Broadband). • Earned excellent incentives by selling connections. • Got in depth training on VOIP. BHARTI INFO TEL LTD. (Bhopal, MP), Customer Care Representative August 2002 - January 2004 Description Worked for TouchTel (now known as AirTel) Landline Phones – Major Landline service provider in India - Customer Service Portfolio Role and Responsibilities • Taking calls for MP region (Bhopal, Raipur, Gwalior, Indore and Jabalpur). • Handling all customer queries related to Bills and all issues related to Residential Landline Phones. • Providing exceptional services related to reactivation of services after receiving payment from customers. Was in direct contact with the Switch members. Ankit Pandey Page 6 of 6 • • • Also handled queries related to Internet Connections, Directory Services and ADMOSS (International Trunk Dial). Was shifted to handle Corporate Customers with Lease Lines (CareTouch Customer Accounts). Handled and solved issues related to Lease line Speed and faults. EDUCATION AND TRAINING • • • • Bachelor of Commerce – Bhartiya Shiksha Parishad, Lucknow – 2006 Training on Vendor Management Systems (VMS) Training on FDCPA Training on VOIP (Voice over Internet Protocol) A WORD ABOUT MYSELF • Result oriented with zeal to prove myself.